Frequently Asked Questions about the Royal Palace of Madrid

After completing your purchase, you will receive a booking confirmation email. After completing your purchase, you will receive a booking confirmation email. If you have purchased personalized tickets, you will always receive a form to complete your personal information via email, WhatsApp, and SMS. It is essential to complete this form within 30 minutes of booking in order for the tickets to be issued correctly.

Our delivery commitment is:

●  Up to 24 hours before the visit for advance bookings. 

●  Up to 1 hour before the visit for bookings made less than 24 hours in advance.

When the tickets are available, you will receive your ticket by email and, additionally, we may send it via WhatsApp and/or SMS for your convenience. Furthermore, 24 hours before your visit, you will receive an automatic reminder through the same channels.

For guided tours, tickets are not sent in advance, as they are delivered directly by the guide to our client.

● Delivery takes place at the meeting point on the day and time of the visit.

● The client must go to the meeting point indicated in the confirmation email.

The type of tour purchased (digital delivery or in-person delivery) is clearly indicated in the booking confirmation email sent immediately after purchase.

Yes, all our products include the monument entrance ticket (except when purchasing only the audioguide).

If you book a guided tour of the Royal Palace, you will not receive your tickets by email. Once your booking has been confirmed, you must go on the day and at the time of your guided visit (please arrive 15 minutes before the tour starts) to the meeting point indicated in your confirmation email. There, you will receive your tickets from our staff and begin the visit with your guide.

If you book with an audioguide, you must follow the instructions provided in your booking confirmation email for download or collection.

It is mandatory to carry a valid original ID card or physical passport.

Yes, no problem. Tickets can be presented in any digital format as long as the QR code is clearly readable.

Everyone needs a ticket to access the Royal Palace of Madrid regardless of age. Without a ticket, access to the monument will not be allowed.

Once the booking request has been made, as published on the website and explicitly accepted during the purchase process (including the final step where the cancellation policy is accepted), it is not possible to modify the name, date, or time, nor to cancel the tickets. Therefore, no refund is available. There are no exceptions for any reason (COVID, illness, work-related reasons, trip cancellation, etc.), as published and defined by the monument: “Once tickets have been purchased, no refunds or exchanges will be allowed, and the purchase is final.” Once the purchase has been completed, THERE WILL BE NO RIGHT TO A REFUND OR REIMBURSEMENT OF THE AMOUNT PAID, in accordance with the monument’s public regulations, except in the following case:

• If a purchased service cannot be provided due to the monument’s closure, you will be entitled to a full refund, which will be automatically processed using the same payment method used for the ticket purchase.

No, as established in Law 3/2014 of March 27, which amends the revised text of the General Law for the Protection of Consumers and Users and other complementary laws, approved by Royal Legislative Decree 1/2007 of November 16. As indicated in Article 103 regarding exceptions to the right of withdrawal:
1) The provision of services related to leisure activities if the contracts provide for a specific date or period of execution.

Eating inside is not allowed. There are specific areas within the premises designated for eating, resting, or using the restroom.

There is no cloakroom service at the Royal Palace of Madrid.

No, the visit takes place in all weather conditions.

On exceptional occasions, the monument informs us of closures with very little notice. In this case, we can reschedule your visit for another day or refund 100% of your money. Monument closures are rare.